Technical Account Manager in London

About the job

Customer-Proximate Technical Support

• Technical Issue Resolution: Monitor and analyze customers' technical challenges; help customers and support engineers resolve tickets quickly through an in-depth understanding of customer business.
• Requirement Tracking: Analyze customer usage and needs based on business scenarios and cloud product usage, uncover real product requirements, and support continuous product optimization.

Stability Support and Assurance

• Emergency Response: Handle critical incidents to assist rapid business recovery, including fault containment and safeguarding measures.
• Risk Inspection: Inspect cloud product usage covering workload, business capacity, risk events, and change notifications tailored to customer environments.
• Proactive Services: Design architecture monitoring and alerting solutions aligned with customers' cloud business needs, enabling intelligent monitoring and early warnings to enhance business efficiency and user experience.
• End-to-End Assessment: Evaluate business application dependencies, integrating cloud and on-premises risk assessments; provide recommendations and risk alerts for critical pathways.
• High-Availability Drills: Conduct high-availability drills with customers under extreme scenarios, simulating failures, practicing failover procedures, and participating in post-drill reviews.
• Event Support: Provide dedicated support during customers' peak business events, including architecture review, pre-event risk inspection, stress testing, failure drills, and on-site support.

Cloud-Based Business Governance and Optimization

• Cloud Usage Optimization: Guide customers in product selection and usage optimization, align with industry best practices, avoid adoption pitfalls, and distill customer-centric cloud practice guides.
• Cloud Resource Management: Assist customers in managing cloud resources, including utilization analysis, capacity planning, and elastic scaling solutions.
• LandingZone: Deliver best practice guidance for account structure, permissions, networking, and resource provisioning throughout the customer's cloud migration journey.
• Well-Architected Support: Support comprehensive optimization aligned with Well-Architected Framework principles, covering security & compliance, operational stability, cost optimization, and high-performance architecture design.

Service Assurance

• Service Management: Establish service and communication channels during cloud adoption; provide tailored support across online, on-site, and multi-project engagement models to ensure effective information flow for critical events and smooth project execution.
• Project Support: Deliver customized technical assurance programs based on customer needs; develop targeted technical roadmaps aligned with product capabilities and customer scenarios to ensure successful delivery of technical initiatives.
• Satisfaction Assurance: Own enterprise customer satisfaction by ensuring rapid issue resolution and smooth project delivery, while providing actionable cloud usage recommendations and stability solutions to enhance customer cloud experience.

Standardized Cloud Migration Support

Assist customers in migrating workloads to the cloud with expert services including application/big data architecture design, database tuning, performance optimization, data governance, and security operations; deliver industry-specific best practices for cloud adoption.

Customer Relationship Building and Business Opportunity Development

Identifies key decision-makers within customer organizations, engages in dialogue using the customer's terminology and perspective to build trust, uncovers product and technical requirements, generates qualified business opportunities, and ensures successful fulfillment.

Requirements

• 5+ years of experience in solution design, architecture design, server-side development, delivery, or operations & maintenance of large-scale internet applications or group-level enterprise applications in industries such as internet and finance.
• Familiar with mainstream AI technologies and application paradigms (large language models, RAG, AI agents, model-as-a-service); able to deliver end-to-end technical services for customers' AI workloads, including AI architecture review, model selection and invocation-chain design, operational governance of model invocation (token consumption, rate limits, success rate, latency), stability assurance for critical AI events, and AI cost assessment & optimization.
• Solid technical background, with experience developing or operating large-scale applications built on cloud products.
• Technical understanding and hands-on experience in one or more of the following domains: cloud-native, big data, databases, networking, and middleware.
• Mastery of the underlying architecture of the key products of the supported business lines.
• Mastery of the professional technical capabilities of the supported business lines.
• Mastery of cross-product system architecture, enabling solution design and problem troubleshooting on that basis.
• Ability to accurately identify and segment customers and key stakeholders, and to develop tailored engagement approaches for different customer groups.
• Ability to create a constructive communication atmosphere, capture the key points of a discussion, listen effectively, and express ideas clearly.
• Strong service awareness: drive customer issues through to the end, genuinely help customers solve tough problems, and ensure customer satisfaction.
• Able to communicate with customer executives in a well-prepared manner within specific domains.
• Operations technology management capability: able to holistically review a customer's business architecture and provide cloud best-practice solutions.
• Able to act as the primary owner of customer technical projects, including hypercare (critical-event assurance), technical transformation, and cloud migration.
• Assist customers in resolving difficult technical problems, with the ability to drive technical initiatives on the customer side.
• Systematic and comprehensive solution design and architecture capability, able to deliver reliable solutions for customers in complex technical environments.
• Ability to decompose complex technical problems and form well-rounded technical judgments and resolution approaches.
• Well-versed in practical cases for common business scenarios; able to tailor optimization plans to customer business scenarios — including high-availability optimization, cloud hypercare, capacity planning, architecture optimization, disaster recovery build-out, and cost assessment & optimization — identify customer risks in a targeted way, and drive the solutions to effective implementation.
• Chinese mandarin speaker is preferred, or language level is work proficiency.